Senior Manager Customer Excellence & Omnichannel

Senior Manager Customer Excellence & Omnichannel

PayBand : 2A

Summary: The Senior Manager, Omnichannel Marketing, Customer Excellence & Operations aligns teams across Sales, Marketing, Strategy, and Supply Chain to strengthen omnichannel activation, customer strategy, and operational excellence. The role accelerates growth by simplifying complexity, improving processes, and elevating the customer experience.

• Core skills: strategic thinking; crossfunctional leadership; operational discipline; customercentric decisionmaking; clear and compelling communication; problemsolving and adaptability; strong collaboration and relationshipbuilding.

Key activities:

• Set the strategic direction for insightled omnichannel activation, turning customer / channel learnings into clear plans and mobilizing teams to execute with excellence.
• Elevate omnichannel capability across the organization, introducing best practices, frameworks, and tools that strengthen execution and accelerate customercentric growth.
• Manage and optimize the omnichannel marketing budget to maximize impact / ROI.
• Influence senior leaders and key customers, championing omnichannel strategy and shaping joint business plans.

• Develop longrange customer and channel strategies grounded in robust quantitative metrics, market insights, and crossfunctional input to guide future investment and priorities.
• Build growthdriving plans and executiveready materials for toptotop customer meetings, elevating strategic alignment and accelerating joint business performance.

• Shape and govern operational communication across functions to align teams, clarify priorities, and drive consistent, enterpriselevel commercial execution.
• Advise on innovation viability, applying a crossfunctional, futurefocused lens to assess operational readiness, customer implications, and longterm commercial potential while influencing gotomarket decisions.
• Strengthen and scale core operational processes, enabling teams to work more efficiently, anticipate risks earlier, and execute with greater consistency and discipline across customers and channels.

Qualifications:

• Experience: 10-12 years in omnichannel marketing, customer strategy, commercial operations, or related fields.
• Education: MBA preferred (or equivalent advanced business or marketing training).
• Location: Remote, with periodic travel required for key internal and customerfacing meetings.
• Skills:

• Leadership: Proven ability to lead, influence, and align teams across a matrixed organization.
• Strategy: Strong ability to synthesize insights and translate them into clear, actionable plans.
• Execution: Demonstrated operational rigor with experience driving disciplined, endtoend execution.
• Project Management: Skilled in managing complex initiatives and coordinating diverse stakeholder groups.
• Communication: Exceptional ability to craft clear, compelling narratives for internal and external audiences.
• Collaboration: Strong relationshipbuilding skills with a track record of effective crossfunctional partnership.




• #LI-BS1